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Communicates with end users to clarify and define requirements Provide comprehensive Customer/Technical support services to support center customers Work within Service Level Agreements Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements Take all steps to resolve issues reported to them and or escalate to the appropriate contact Use all available reference materials to help resolve the customer’s issue/ Take all necessary steps to ensure customer satisfaction at the end of the service Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components Promptly notify management of any potentially “dissatisfied” customers Follow all documented escalation procedures, including hand off times, for issues requiring immediate management interventi...
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